| Announced on | Rollout starts | Rollout ends |
| April 24, 2024 | April 22, 2024 | May 3, 2024 |
In line with our ongoing investment in improving how variables can power automation for our customers, we’re excited to announce that answer-linking enhancements and the ability to pass variables to tags are now generally available to all bot customers.
This announcement answers the following questions:
What is changing and why?
There are three main changes to watch out for.
Answer linking enhancements
- There is a new Set variables step type in the bot builder that allows admins to set or update a variable value throughout the end-user’s conversation with the bot.
- To support this new step type, variables established in any particular answer are now available globally across all answers within a single bot. If you create a variable in one answer, then link to another answer, the variables will continue to be available to use with functions such as customizing bot messages, sending data to external systems, and for use as branching conditions.
Passing Variables as Tags
- Finally, you can use variables as tags, which are passed through to tickets at the point of escalation. These tags can be used in the Agent Workspace as normal to initiate downstream actions or routing.
How will this affect me?
These features can help you build a wider range of automated end-to-end workflows while providing a way to reduce the number and complexity of your answers.
What do I need to do?
No action is required on your part. These features are available to all bot users. The rollout will be complete by May 3, 2024.
For more information, refer to our Using variables to personalize bot answers, and Understanding answer step types guides.
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum, where we collect and manage customer product feedback.